Customer relationship

Management

Project on Pizza Hut

Submitted to:- mr. nitin malik

Submitted by:-

Priyaranjan

Pallavi gupta

Suru saini

IILM INSTITUTE FOR HIGHER EDUCATION, LODHI ROAD CAMPUS, PGP 2009- 11

INTRODUCTION

We, the students of IILM Lodhi Road Campus are preparing a report on Customer Relationship

Management . This is a brief outline of the report which includes the various issues that we will

be addressing in our final report as well as the various approaches that we will be utilizing in the

collection of information, required for the completion of our project. This outline will also talk

about the fixed time horizons in which the different parts of this report will be produced.

MEMBERS

We are working in a group of three students to find out the issues so that different point of views

can be originated. Namely Priyaranjan (PG2009 0151), Pallavi Gupta (PG2009 0130) and Saru

Saini (PG 2009). We are working in close co-ordination and collecting information from

different sources so that an effective report can be generated.

COMPANY : PIZZA HUT

We have selected one of the leading fast food restaurant chains, Pizza Hut for our report. Pizza

Hut is the flagship of YUM brand which has more than 5400 restaurants in and around India. We

have selected Pizza Hut for our report it has two reasons. First, one of the members of our group

has a work exposure in Pizza Hut. Second, the services that are provided and the relationship that

is developed with customers in Pizza Hut is long term and enduring. In Pizza Hut there is no

concept like self service and every customer is served like a guest so that enduring relationship

can be developed with them.

ISSUES TO BE ADDRESSED

Here we will be mainly addressing the CRM issues like:

Improving corporate performance Gaining operational efficiencies Customer loyalty survey Information sharing by employees among different verticals. Key performance indicators

SOURCE OF INFORMATION

We are collecting information from different sources so as to develop a totally unbiased report.

Our report will be a mix of information from recently published articles, news papers,

magazines, websites and also some primary sources. We are in talks with some of Pizza Hut

outlets in the city are also surveying about the strategies adopted by them for maintaining better

relationship with customers.

Mainly the source of our primary information is Mr. Vijay Kelkar who is presently working as

chief Restaurant Manager in Pizza Hut located in PVR Saket. We are in talks with him regarding

different issues and he is co-coordinating well with us.

CONTENTS OF REPORT

Introduction about Pizza Hut

Survey on customer relationship

Survey on customer satisfaction

CRM issues faced by Pizza Hut

CRM programs run by Pizza Hut

Strategies adopted by Pizza Hut to resolve issues

Loopholes in managing CRM

Our analysis

Viewpoints and solutions

Conclusion